Training and Quality Manager

About the Company

2P has been active since 2004 and has built a strong position in Saudi Arabia’s ICT sector by delivering integrated technology services that support digital transformation and better operational performance. Through its specialist business units and market experience, the company provides end-to-end solutions and maintains a culture centered on innovation and service quality.

This opportunity is suited to professionals who want to contribute meaningfully, work in a fast-moving environment, and develop their careers with a forward-thinking organization.

Role Overview

The Quality Manager will be accountable for protecting and improving customer experience by reviewing interaction quality, ensuring alignment with client-specific standards, and promoting continuous improvement across service processes. The position also involves spotting training requirements, measuring training impact, and working closely with operations and training teams to close skill gaps and sustain consistent service quality.

Key Responsibilities

Quality Standards and Process Monitoring

• Run routine quality checks to assess customer interactions and verify compliance with established quality expectations.
• Ensure that service delivery meets client-specific rules, internal standards, and broader quality benchmarks.
• Spot repeated quality concerns, investigate underlying causes, and suggest corrective measures that improve outcomes.
• Work with the Training Team, Operations Manager, and Portfolio Director to resolve issues identified through quality reviews.
• Contribute to improvement initiatives that strengthen operational performance and customer satisfaction.

Quality Reporting

• Compile detailed weekly and monthly quality reports for internal teams and client-facing reviews.
• Include practical recommendations in reports to close gaps and improve service quality.
• Check report data carefully to ensure it is accurate, complete, and dependable.
• Monitor quality patterns and flag risks, performance drops, and improvement opportunities.

Knowledge Base Management

• Keep the knowledge base current with correct, relevant, and client-specific information.
• Make sure agents can easily access and use the knowledge base while handling customer interactions.
• Review knowledge content regularly to find missing information and coordinate updates.
• Evaluate how the knowledge base is used during calls and suggest improvements that increase agent efficiency and reduce errors.

Training Needs and Quality Assessment

• Determine training needs from recurring quality findings, interaction trends, and performance gaps.
• Measure how effective training has been by reviewing post-training performance, quality scores, and customer satisfaction indicators.
• Partner with the Training Team to create quality-oriented training material that targets skill gaps and process inefficiencies.
• Track quality gains after training activities and recommend further action when required.

Special Projects

• Take ownership of special assignments given by 2P and deliver them within agreed timelines.
• Provide quality insights and recommendations to support operational enhancement and client-specific projects.

Qualifications and Requirements

Education

A bachelor’s degree in Business Administration, Quality Management, or a closely related field is required. Professional certifications in Quality Assurance, Six Sigma, or similar quality frameworks are preferred.

Experience

Candidates should have at least 3 years of experience in quality assurance, ideally within customer experience, contact center, or IT services environments. Prior responsibility for QA activities or quality teams is needed, along with a track record of implementing quality improvement initiatives. COPC knowledge or certification is an added advantage.

Technical and Professional Skills

The role calls for strong proficiency with quality management tools and software, a solid grasp of audit methods and quality assurance practices, and the ability to assess quality trends, identify root causes, and propose corrective actions. Familiarity with customer interaction evaluation, scorecards, calibration practices, reporting, documentation, and data validation is also important. Close collaboration with operations, training, and client-facing teams is part of the job.

Core Competencies

Success in this role requires strong attention to detail, analytical thinking, effective communication and presentation skills, sound problem-solving and decision-making ability, strong stakeholder management, leadership, team coordination, a customer-first approach, and a mindset focused on continuous improvement.

Additional Information

This is a full-time, on-site position based in Riyadh, Saudi Arabia. The posting does not mention a salary, stipend, start date, or application deadline.